I need to put a solid technology layer behind our customer-facing email address so that every inquiry is logged, tracked, and resolved without things slipping through the cracks. At the moment messages hit a shared inbox and responses are handled manually; I want to move to a structured, ticket-based workflow that assigns, escalates, and reports on issues automatically. Core requirements • Email must be the primary (and, for now, only) supported channel. • Incoming messages should convert to tickets with status, priority, and SLA timers. • Agents need an intuitive interface for replies, internal notes, and quick-reply templates. • I want searchable history, tags, and analytics so we can see volumes, response times, and recurring themes. • The solution must live in the cloud, integrate with Google Workspace, and scale if we later add chat or phone. I’m open on the specific platform—whether you configure something like Freshdesk, Zendesk, Help Scout, or another tool you recommend—so long as it meets the above points and can be customised to match our branding. Deliverables 1. Recommendation report comparing at least two viable email-centric helpdesk tools and justifying the final pick. 2. Full setup of the chosen platform: workflows, user roles, canned replies, branding, and KPI dashboards. 3. Brief, step-by-step how-to guide (PDF or Google Doc) so my team can hit the ground running. 4. One live walkthrough session (recorded) to answer questions and fine-tune settings. Acceptance criteria • A real email ticket is received, routed, replied to, and closed in a test run. • Dashboard shows accurate metrics for that ticket. • Guide and recording delivered as promised. If this sounds like a fit, tell me which platforms you’ve implemented before and outline your proposed timeline.